Customer Support Lead
- CEQUENS
- Cairo, Cairo Governorate, Egypt
- Full-time
وصف الوظيفة
Reporting to the Customer Success Manager, the Customer Support Lead provides guidance to a team of customer support professionals. The role focuses on maintaining high-quality customer service and ensuring effective issue resolution within established guidelines.
Strategic Responsibilities
- Assist the Customer Success Manager in implementing strategies that enhance customer support efficiency and quality.
- Monitor support metrics to ensure alignment with organizational objectives and KPIs.
- Promote a collaborative and customer-focused culture within the team.
Operational Responsibilities
- Oversee daily activities of the customer support team, ensuring adherence to standard operating procedures.
- Provide coaching and training to team members to improve customer service skills and technical knowledge.
- Act as a secondary escalation point for challenging customer inquiries, ensuring timely resolution.
- Conduct regular performance assessments and provide feedback to the Customer Success Manager on team progress.
- Assist with updating and maintaining support documentation and processes.
متطلبات الوظيفة
Experience
- Minimum of 3-5 years of experience in customer support, ideally within the telecom or technology sectors.
- Proven ability to coach and lead a customer support team effectively.
Education
- Bachelor's degree in Business, Information Technology, or a related field.
Skills
- Strong communication skills to effectively manage customer and team interactions.
- Excellent problem-solving skills to efficiently resolve customer issues and improve service processes.
